Technical Support Engineer - Linea

Our mission is to unlock the collaborative power of communities by making Web3 universally easy to use, access, and build on.

Working with Consensys puts you at the forefront of an evolving paradigm, transforming our society for the better. We fundamentally believe blockchain is the next generation of technology that can lay the foundation for a more just and equitable society. 

Blockchain tech is just over 10 years old. Ethereum itself is still a toddler and we’re far from reaching our full potential. You’ll get to work on the tools, infrastructure, and apps that scale these platforms to billions of users. 

You’ll be constantly exposed to new concepts, ideas, and frameworks from your peers, and as you work on different projects — challenging you to stay at the top of your game. You’ll join a network of entrepreneurs and technologists that reaches the edge of our ecosystem. Consensys alumni have moved on to become tech entrepreneurs, CEOs, and team leads at tech companies.
About Customer Success
The Customer Success team provides dedicated, tailor-made support solutions to emerging Consensys ventures. Being a newly formed function within Consensys, the Technical Support Engineer will have ample latitude in shaping and executing a shared customer success vision.
What you’ll do 

We are seeking an experienced senior support engineer with independent problem-solving capabilities. A support engineer who is eager to become an expert on Consensys blockchain technologies. The candidate will work closely with Customer Success Leaders, internal and external Engineering teams for the products he/she will be engaged in. Your work will ensure the Customer Success team meets all its commitments and has the knowledge and capabilities to deliver best-in-class support to our customers. 

You will be part of our Linea Support team, providing support for the Linea blockchain. Expect to cover various support request types, from answering simple questions to troubleshooting complex issues on chain, including dApps end-users and Linea Partners. You need to be comfortable with understanding key concepts of zkEVM and its ecosystem, especially zkRollup, troubleshooting customer scripts and reproducing issues, while working closely with the engineering and product teams to relay user feedback and ensure continuous improvement of Linea blockchain.
Key responsibilities:

• Respond to technical customer requests in accordance with our SLAs and own them until resolution.
• Provide valuable customer feedback to the product team and identify opportunities for product improvements or solutions to common issues.
• Proactively identify, develop and maintain support knowledge documentation.
• As part of a global support team, working on establishing operational protocols and standards
• Working in an on-call environment

Qualifications:

• 2+ years of experience in a technical customer support role
• Experience in supporting and troubleshooting applications built on blockchain
• Excellent communication skills in English
• Deep understanding of L2 solution, L2 Transaction Lifecycle, along side of understanding Ethereum, web3 development, and the blockchain ecosystem
• Understanding key concepts of zkEVM and its ecosystem, especially zkRollup related technologies is highly desirable.
• Broad awareness and understanding of Web3 and DeFi, capability of translating technical concepts in the crypto space into simple terms
• Understanding and familiarity with web3 dev framework (Hardhat, Foundry, Remix, etc.)
• Practical knowledge with scripting languages (Javascript, Python, Bash, etc.)
• Comfortable working with monitoring tools (Datadog, Grafana, etc.)
• Familiar with issue-tracking tools (Jira, Github, etc.)
  

Would be great if you brought this to the role

• Interest in zk technology, sequencers, provers, etc.
• Knowledge of the existing technical landscape of L2 blockchains especially zkRollup and/or application layer products.
• Stay updated with the latest developments in blockchain technology, specifically related to Ethereum, zkEVMs, and zero-knowledge proofs.

Don't meet all the requirements? Don't sweat it. We’re passionate about building a diverse team of humans and as such, if you think you've got what it takes for our chaotic-but-fun, remote-friendly, start-up environment—apply anyway, detailing your relevant transferable skills in your cover letter. While we have a pretty good idea of what we need, we're ready for you to challenge our thinking on who needs to be in this role.

Consensys is an equal opportunity employer. We encourage people from all backgrounds to apply. We are committed to ensuring that our technology is made available and accessible to everyone. All employment decisions are made without regard to race, color, national origin, ancestry, sex, gender, gender identity or expression, sexual orientation, age, genetic information, religion, disability, medical condition, pregnancy, marital status, family status, veteran status, or any other characteristic protected by law. Consensys is aware of fraudulent recruitment practices and we encourage all applicants to review our best practices to protect yourself which can be found (https://consensys.io/careers/best-practices-to-avoid-recruitment-fraud/).